Ideagen
Senior Customer Success Manager
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Role Purpose
Location: Ruddington, Nottinghamshire
Level: Senior Manager
Department: Customer
Working Pattern: Hybrid (three days a week in the head office)
Benefits: Benefits at Ideagen
Salary: To be discussed at next stage
We are currently seeking an experienced and strategic Senior Customer Success Manager to join our team. In this role, you’ll act as a trusted advisor to our highest-value enterprise customers, helping them maximise the value of their Ideagen solutions while driving retention and growth.
You’ll take ownership of a portfolio of strategic accounts, building strong executive relationships and leading complex, global engagements. Working cross-functionally, you’ll play a key role in delivering exceptional customer outcomes, reducing risk, and unlocking new opportunities.
This is a high-impact role suited to someone who thrives in a fast-paced, customer-focused environment and is passionate about delivering measurable business value.
Responsibilities
- Manage a portfolio of high-value enterprise customers on Premier Success Plans
- Build trusted relationships with senior stakeholders, including C-suite executives
- Develop and deliver long-term strategic account plans aligned to customer goals
- Act as the primary point of contact for escalations, renewals, and growth opportunities
- Lead complex, multi-product implementations and transformation initiatives
- Drive customer retention and expansion, achieving GRR and NRR targets
- Identify and generate new revenue opportunities within existing accounts
- Conduct executive business reviews, demonstrating ROI and value delivered
- Maintain accurate account activity and insights within Salesforce
- Partner with Sales, Marketing, and Product teams to align on strategy and messaging
- Lead cross-functional collaboration to resolve challenges and support customer success
- Provide mentorship to Customer Success Managers and support team development
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Skills and Experience
- Proven experience in Customer Success, enterprise account management, SaaS, or consulting roles
- Strong track record managing large, complex customer portfolios (multi-million value)
- Confident engaging and influencing senior stakeholders and executive audiences
- Experienced in delivering strategic account plans and driving long-term customer value
- Commercially minded, with a strong focus on retention, growth, and ROI
- Highly analytical, with the ability to interpret data and inform decision-making
- Excellent communicator with strong presentation and stakeholder management skills
- Comfortable leading complex projects, transformations, and cross-functional initiatives
- Proficient with CRM and customer success platforms, with strong data discipline
- Ambitious, proactive, and driven to deliver exceptional customer outcomes
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About Ideagen
Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. Every day, millions of people are kept safe using Ideagen software.
We have offices across the world, including America, Australia, Malaysia and India, with people doing a wide range of exciting roles.
We’re building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen.
What is next?
If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.
To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com. All matters will be treated with strict confidence.
At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible arrangements. Enhance your career and make the world a safer place!
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